Hi team:

Can I measure how long a CARD has been active (FOCUS IN) in a multi-channel Agent configuration with multiplicity activted?

I can get Active time by default, but it is not considering if the CARD is active or not, this item measures from ACEPT to DELETE events per interaction, but it does not consider how long the interaction CARD is FOCUSED IN.
Looking at Analytics documentation, Oceana actual releases does not support FOCUS IN/FOCUS OUT, looking at Unified Agent Controller logs, I have no events related... so may some external widget/development can manage this measures.

Thanks in advance

Kind regards

Raúl

How can I set persitToEDM=true using ContextStore node?
Any time I create a contexts sith ContextStore nedo, persistToEDM value is false.

Thanks in advance

Best regards

Here, Omnichannel Social configuration screenshots

Hi team

I have deployed OCEANA Social snapin sampleapp (3.5) and it works fine from Customer to Agent, but Agent responses does not reach client app

Looking at Messaging logs, I can find that responses can not be POSTED because callback URL is not found at Omnichannel Admin tool... but I have typed as Deployment reference .doc (https://<Server>/sampleapp/callback/res)

Please, can anyone help me?

Best regards

Messaging FINEST verbose log:

2020-10-02 03:55:15,669 [Grizzly(2)] gs.GsHelper FINE - [M:getChat][T:null]. Getting chat from space with key [icmailsistemas|99999999999-1601602541188]
2020-10-02 03:55:15,671 [Grizzly(2)] gs.GsHelper FINE - [M:getChat][T:icmailsistemas|99999999999-1601602541188]. GsChat from space - [GsChat [id=A1^1596041650188^38, key=icmailsistemas|99999999999-1601602541188, customerAddress=Raul, socialAccount=icmailsistemas, breezeAddress=icmailsistemas, authenticationKey=aj-tusuBR6SATHtkY9GqGw, workRequestId=GKMLuT0uT3uJWWrQCcWDgA, channelType=SOCIAL, node=e0330f50-3724-4f27-822a-32203cc033d1, isWSOpen=true, requestAccepted=true, agentJoined=true, socialSession=com.avaya.aoc.sms.chat.SocialMediaSession@2a60696f, guid=142259, isReconnection=false]]
2020-10-02 03:55:15,671 [Grizzly(2)] chat.ChatNotificationProcesser INFO - [M:process][T:null]. Recieved new message from agent so sending to customer. ChatKey: [icmailsistemas|99999999999-1601602541188]
2020-10-02 03:55:15,671 [Grizzly(2)] chat.OutboundMessageHandler INFO - [M:sendResponse][T:null]. Sending back message to customer. ChatKey: [icmailsistemas|99999999999-1601602541188] Customer: [Raul] From: [icmailsistemas]
2020-10-02 03:55:15,671 [Grizzly(2)] chat.OutboundMessageHandler INFO - [M:getUrl][T:null]. Looking UP URL with GatewayID. Identifier: [icmailsistemas]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL INFO - [M:getSendMessageURL][T:null]. Getting send message URL
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Identifier: [icmailsistemas]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Number of messaging apps. Value: [2]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Searching messaging app key. SnapinKey: [Koopid]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Searching messaging account name. Name: [eu-west]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Checking identifier. Identifier: [caser]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Checking identifier. Identifier: [CaserAyuda]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Searching messaging app key. SnapinKey: [Devconnect]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Searching messaging account name. Name: [DevConnect1]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Checking identifier. Identifier: [icmailsistemas]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupKey][T:null]. Matched identifier. Identifier: [icmailsistemas]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL FINEST - [M:lookupSnapin][T:null]. Looking up snapin key. Key: [Devconnect]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.LookupURL ERROR - [M:lookupSnapin][T:null]. Didn't find snapin key. Key: [Devconnect]
2020-10-02 03:55:15,671 [Grizzly(2)] chat.OutboundMessageHandler INFO - [M:sendResponse][T:null]. ChatKey: [icmailsistemas|99999999999-1601602541188] URL [null]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.RestUtils FINE - [M:doRestPOST][T:null]. In rest POST
2020-10-02 03:55:15,671 [Grizzly(2)] rest.RestUtils FINE - [M:doRestPOST][T:null]. Creating connection. URL: [null]
2020-10-02 03:55:15,671 [Grizzly(2)] rest.RestUtils ERROR - [M:doRestPOST][T:null]. Error in rest call. Malformed URL

Hi team!:

Is it possible configure co-browsing to work in a reverse way... I mean, can an Agent create a co-browsing session by his/her own and share with Customer an url+token (or so) to create a co-browsing session?

normal way of working a Customer initiates a chat, and if co-browsing is demanded, Customer and Agent can co-work to improve interaction... but I would like to know how to initiate a co-browsing session from Agent side with no chat interaction alive.

My enviroment: Oceana 3.6.0 with webchat & co-browsing activated and working fine.

Thanks in advance!!!

Raúl

Hi team again...

some other info about environment:

Oceana release 3.6.0.
EngagementDesigner release 3.6.0.0.60010.

Best regards

Raúl

hi Team:

I am trying to get subject from an incoming email interaction from a workflow to parse and use to it for routing purposes.
Is there any way to get it... I only can get from/to/body but no subject ¿¿??.

Best regards

Raúl